Most people want to be liked. Same with any business owner. But profit- and growth-wise, experts say, its better to be trusted by your customers.
Trust comes from dealing with customers honestly and by working closely with them to find solutions to real problems – especially if those solutions are less expensive. By discovering what the customer really wants and needs, you can recommend tires or service offerings that fit the bill and may save them money.
The savings you generate shows the customer you are working in their best interests, they will come to trust you and your business. The result is often a long-term relationship that can mean consistent business.
Other ways to gain a customer’s trust:
• Go out of your way to resolve problems and correct mistakes. Don’t cover anything up or try to hide behind policies. Customers will always discover your mistake or attempts to hide them.
• Customers accept that not everything will go smoothly. Do all you can to anticipate problems and proactively resolve them. When problems do arise, deal with them honestly and quickly.
• Don’t be afraid to let your customer know when you’ve solved a problem for them, especially those they may not know about. A simple explanation of what happened and the steps you took to take care of the matter will earn extra trust points.
• Empower your employees to handle problems, and give them the tools to do so. Instill in your team a "customer comes first" mentality, educate them on the best ways to handle problems, and support the decisions they make to resolve issues.
– Source: Tire Review Business Toolbox
